Client Service Officer

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

The Client Tax Service Officer is a developing professional role in the newly formed Client Tax Services (CTS) Team.

The CTS Team will take ownership of updating client tax documentation (W-Series Forms and CRS Forms) and manage day-to-day tax related queries, dealing directly with clients, as well as managing and supporting a number of client tax related projects.

This is a client facing role, that involves working directly with Private Banking Teams and clients, along with partner organizations including Front Office (Bankers), Tax Operations, Business Execution, Client Onboarding, Product and Corporate Tax.

Responsibilities

• Support the set up of this new team to take ownership of client tax related matters
• Client liaison for tax related matters, taking end to end ownership for client requests and queries
• Management of UHNW client relationships, engaging with Tax Advisors, Financial Advisors and Accountants
• Developing new systems and processes to create efficiencies and improved client experience
• Working with Private Banking Teams to ensure client tax forms are valid and up to date
• Drafting and issuing internal and external communication (e.g., client responses and tax updates)
• Management of incoming tax related queries from Banking Teams and clients
• Improve tax form solicitation process to increase response rate and reduce number of rejected forms
• Identify any function gaps, highlight associated risks and implement solutions
• Produce MI to track service levels, client requests and team productivity metrics

Skill Required:

• Strong client service mindset with a focus on delivering an exceptional client experience
• Excellent communication skills (oral, written and verbal) are essential. Ability to confidently convey detailed concepts clearly and accurately
• Experience with streamlining processes to increase efficiency to improve client experience
• Ability to work pro-actively and independently, takes ownership and responsibility
• Lead with own initiative to resolve to complex queries
• Excellent relationship building and team working skills, ability to work in partnership with various stakeholders
• Possess strong organisational and multi-tasking skills, with a high level of attention to detail
• Ability to prioritize and be adaptable, work to tight schedules and provide a fast and efficient turnaround of tasks and problem resolutions
• Ability to work under pressure, manage multiple deadlines and conflicting priorities
• Ability to challenge status quo and continuously optimize processes and tasks in own area of responsibility.
• Effectively manage risk and compliance related situations in his/her area
• Experience in defining and generating various KPIs/metrics
• Experience with the formation and monitoring of appropriate SLA’s
• Excellent Microsoft Office kills (advanced Excel abilities)

Preferred Skills:

• Client facing experience; strong background and interest in the fields of operations and compliance; previous sales referral experience
• Proven experience working in a servicing role within the Financial Services sector (Private Banking/Wealth management experience preferred)
• Proven experience in a front/middle office environment dealing directly with clients
• Prior experience working in any Tax Client Services role and understanding of Tax Regulations is of benefit
• Foundational understanding of US and Non-US Tax is beneficial

Qualifications:

• 5+ years of total experience in financial services industry
• 2+ years of experience in a client services role within the financial services industry
• Knowledge of investments, banking, and credit products
• English, Cantonese and Mandarin language proficiency is beneficial

Education:

• Bachelor's/University degree or equivalent experience

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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